A customer experience journey map, or customer experience map, illustrates all of the touchpoints a customer has with a brand as they weave through the marketing funnel across all of the brand’s ...

The elements of a successful customer journey map defined. A thoughtful customer journey map helps marketers get into the mindset of their customers. They serve to cultivate a better understanding of ...

As technology advances, customers become more demanding. I would even argue that today’s customers are far more demanding than they were just two or three years ago. The more connected we become, the ...

Using Journey Mapping to Drive Customer-Focused Change, co-authors Jim Tincher and Nicole Newton of Heart of the Customer note that 65 percent of customer journey mapping projects fail to drive change ...

When trying to determine all of the touchpoints firms have with their customers it is a good idea to have an overall customer journey map which shows all the important points on your clients path to ...

Journey mapping is a technique long known to marketers at companies like IBM and Clorox but has only recently caught on in higher education circles. In an article that dates back to 2010, the Harvard ...

The past few years have dramatically changed much of how companies do business. Although many are still sorting out what those lasting impacts might be, it’s clear that a host of customer expectations ...

High performing companies leverage Customer Journey Mapping to plan for and drive customer experience innovation. But how do they do it? During this webcast J.D. Power and Kerry Bodine & Co. cover the ...